Senior Manager, Virtual Care Operations
Core
Own daily performance of the Care Concierge function for health system clinics, managing staff, SLAs, and escalations to ensure clinic targets are met at lowest cost.
Role type
Senior Manager, Virtual Care Operations
Builds
24/7 virtual care operations for health system partners
Domain
Healthcare operations / Virtual care
Required skills
Epic experience, frontline team management, shift-based operations, SLA management, escalation routing, data analysis, cross-functional collaboration
Preferred skills
health system operations, contact center management, regulated environment experience
Technologies
Epic, Salesforce, Slack, Teams, Google Suite
Responsibilities
Manage and develop Team Leads; own hiring, onboarding, and performance management; monitor clinic queues and team performance; resolve operational and clinical escalations; interpret pod-level data for the Director; support new clinic launches; translate partner requirements into processes.
Seniority
Senior, hands-on IC